Telephony


To achieve a complete Voice configuration, it is necessary to enter the system with a user who has administration permissions for Voice Providers, Voice Campaigns and Voice Dialers.


Administration

  1. First of all we will create a Provider that we will use to connect the calls

  2. Then we will create our Campaign or Dialer

  3. We add agents and ready for work

Providers

The providers are the ones that allow us to connect the calls between clients and agents in uContact.
We can create different types of suppliers depending on our need / infrastructure.

The most used provider is VOIP.

Name: Name of Provider (Carrier).

Password: Assigned by the Carrier.

Context: Grouping where direct call attempts made by the carrier, this depends of the dialplan.

Host: Provider IP.

From User: Depends if required by the carrier.

From Domain: Depends if required by the carrier.

Port: Port used by the connection.

DTMF: DTMFs sending mode.

Qualify: If monitors connectivity with the provider.

Insecure: Specifies how to handle connections to the provider, not authenticate all connections.

Transport: Allows the user to select the protocol to be used (UDP,TCP, TLS).

Encryption: Indicates if the connection is encrypted or not (used when TLS transport protocol is present), when using voice 

Type : If the provider is SIP o IAX.

Codecs: Codecs used by the supplier (related to audio).

 


Campaigns

To see how to create incoming and outgoing campaigns in uContact, go to Voice Campaigns

Dialers

To see how to create automatic dialers in uContact, go to Voice Dialers


Voice Campaigns and Dialers Members

Keep in mind that creating a dialer also creates a Campaign associated with it.

Dialers members are added to the campaign of it.

 

In this screen will see 3 columns

  • Campaigns

  • Members

  • Agents

To add a member just follow the next steps:

  1. In the campaigns column select one or more campaigns to add a member

  2. Select one or more agents from the agents column and press Add button

  3. In the members column will see the agents added to the campaign

Multiple selection

  • Selecting several campaigns will show all the agents that belong to them.

  • In case the agent you want to add does not appear in the agent list (on the right) it is because it already belongs to all the selected campaigns.

  • If multiple campaigns are selected and one of the agents is deleted, it will be removed from all the selected campaigns to which it belongs.

  • If multiple campaigns are selected and one of the agents is added, it will be added to all selected campaigns.

This column lists all campaigns related to the user's security group.

In it you can select one or more campaigns by one click, either to add agents, remove them or simply observe their members.

To deselect the campaign we simply click on it again.

It allows you to view the agents assigned to the selected campaign and also remove agents from one or from groups from the campaign.

Penalty
By clicking on the gear icon to the right of the Agent's photo we enter the Penalty modal.

The less penalty an agent has, the more calls they will enter.

Value between 0 and 100 to indicate the agent's skill, the lower the penalty, the greater the skill.

List of agents within the User Security Group.

In it you can select one or more agents by one click, to add to the selected campaigns.

To deselect an agent we simply click on it again.

Between the Members and Agents column we will see three buttons:

  • Add
    The selected agents in the Agents column join the selected campaigns.

  • Search for
    It allows us to enter the agent search modal.

  • Remove
    Selected agents in the Members column are removed from the selected campaigns.

Search mode
This modal allows us to search for an agent and shows us the voice campaigns to which it belongs.

We simply type the agent's name and press Search.

The table will show all the results that match the name entered.


Agent

 

To see how the agent interacts with phone calls visit Agent - Calls


Supervision

Summary of Campaigns and Voice Dialers

Basic statistics as a summary of the status of campaigns in real time.

This information is shown in a table in which we will quickly see one line per campaign

 

Here the user is able to see:

  • Campaign
    Name of the campaign.

  •  Available
    Amount of available agents.

  •  Pause
    Amount of paused agents.

  •  Busy
    Amount of agents on a call.

  •  Paused Busy
    Amount of agents busy paused (agents which are on a call and paused at the same time).

  •  Wrap-Up
    Agents on the Wrap-up state (time in which the agents can not receive a call to finish its management. The wrap-up time is established on the campaign configuration. This state starts when a call from a campaign is finished).

  • Logged
    Amount of logged agents.

  •  Total
    Campaigns total agents. 

  • Completed
    Amount of completed calls.

  • Abandoned
    Amount of abandoned calls.

  • ACD
    Agents on hold (on the ACD).

  • SL
    Service level.

  • SL 2
    Service Level 2, considering the abandoned calls.

  • Rate
    Abandoned rate.

  • Talked
    Average talked.

  • Hold
    Average hold.

This dashboard is mainly targeted for deployment at the level of call centers that require display information with real-time alerts on monitors or LCD displays.

  • On the top right of the screen we can set the dashboard on Full screen mode. 

  • Search Allows to filter the list.

  • By clicking on a campaign the user can access directly to the selected campaign status.

The Supervisor, on the notifications bar, has a summary of the Campaign Summary.

This one shows

  • Campaign

  • Service Level (SL)

  • Service Level 2 (SL2)

  • Abandoned Rate 

  • Average Hold

  • ACD 

  • Wrap-Up

Monitoring of Voice Campaigns and Dialers

Full Detail for queue status in real time.

Agents
Shows the amount and percentage of agents on their states (above the graphic we can see how many agents are logged in/total of agents in this campaign).

Breaks
Here we will see the percentage of agents in each rest that are found, if there are no agents at rest this graph will be empty.

Calls
Shows the amount of completed and abandoned calls (in case of outgoing are the unattended calls or the missed ones).

Times
It shows exponential average time of Spoken and Waiting.

Service Level
You can see the percentage of service level of the queue (configured in the campaign parameters).

Abandon Rate
You can see the percentage of the rate of abandonment of a campaign (only for incoming calls)

ACD Graphic
Shows the amount of calls in the ACD (in wait), on the graphic you can find the strategy of distribution of calls for the incoming campaign.

Cancelation Rate
You can see the percentage of the rate of cancelation of a campaign (only for outgoing calls)

Grid with list of agents that are assigned to that queue.

State: Color identifier extension state.

Type of call: Shows if the call is outgoing  (arrow up) or incoming (arrow down).

Name: Agents name.

Telephone: Technology and phone number of the agent.

 Opened Forms: Total number of forms opened for each agent. Clarification: If the user left forms opened before logging off, this ones will still appear as opened. When the user logs in again, the forms will get closed. Have in mind the effects on dispositions, depending on the form assigned. 

Completed: Number of calls answered (inbound or outgoing).

Duration: Duration of the current or last call made.

Connected to: Telephone number of the last call or current call made or received.

Last call: Date / Time of last call answered.

Time: Shows the time that the agent is on the actual state.

Alert: Column where all configured alerts on the thresholds can be found. These are:

  • Red alert icon: Inactivity time (it is shown when the agent passes the defined threshold without receiving any call)

  • Yellow Telephone icon: Threshold 1 call time.

  • Red Telephone icon: Threshold 2 call time.

  • Red break icon: Break threshold.

All threshold are defined on the campaign creation.

Grid with a list of calls waiting (incoming).

Caller ID: Displays the number of the call.

Position: Shows the position of the call in the queue.

Wait: Timeout waiting for the call queue.

When selecting an agent from the list, a bar will appear with the monitoring options, which allows us to monitor the agent directly from the computer where the portal is open (without the need of having a specific associated internal)

Selecting any of the options (without the stop) a timer begins to run next to the name of the agent.

The options are:

  • Spy mode (only hearing).

  • Screen Monitor.

  • Coaching mode (talking to the agent).

  • Barge In mode (talking to the client).

  • End supervising mode.

  • See the agent profile. See more about Detailed Profile.

  • The Supervisor can pause the agent.

  • The Supervisor can log out a user from this section.

In the bottom right corner we can find:

  • Full Screen: Puts the screen on full screen.

  • Refresh statistics: If we want to refresh the statistics manually (it refreshes automatically) we use that button.

  • Resetting: Resets real time queue statistics leaving them on 0 (won’t change historical data).

In the lower left corner we see a filter icon which allows you to filter the agents that are available and all, since in several cases there are many agents that could be unavailable and disturb the visual.

On the other hand you can use a filter for displaying the agents that are in use and see their activity.

Agent Profile

When selecting an agent from the table, the info button will appear on the monitoring options.

Interactions

On this screen the user can see his progress, incoming and outgoing calls, sms, mails, as well as interactions with social networks like Twitter or Facebook and the webchat of the day.

Times

The user can also see the time he was logged in, time on breaks, spoken time and time he was free.

Free time is the time in which the agent was logged in without being on a break or making a call without having in count the time spoken during a break.

The resulting formula is: Free Time = Logged - Spoken - Break + Talked break.

Talked break: Is the time that, while being on a break the agent made calls.

Real break: Is the total break time, without the time being on a call during a break.

Tables and graphs

On the right, the user can see a timeline detailing his activities, a table that indicates the time spent on every break and a graph of the day by hour.

The graph is divided by hour, it shows the amount of calls and sms of the user (incoming and outgoing).

If the mouse pointer is placed over a specific time, the user can see the amount of calls and sms for that hour.

  • Both tables (the timeline and the time of break table) stores their data in the machine that the agent is using, that implies that if the agent does a change the machine or clean the cache the one it's using, data of that tables it will reset.

  • The time as well as the interactions of the agents and the graph it will stores in the server, so those data will remain in the agents account.

  • All data reset daily.

Recordings

Menu for supervising the calls records of the system.

Listen of recordings, searching by date/hour, classification, origin and destiny.

Filters to get recordings

  • Initial Date: From when recordings search

  • End Date: To when recordings search.

  • Agent: Filter by certain agents to find recordings.

  • Campaign: Select a particular campaign to find recordings.

  • Data: It allows to filter by specific data this data or word must be contained on the label of the call to filter.

  • Source / Destination: Filter allows calls from different sources, which may be channels or extensions.

  • Rating: Allows to filter calls according to their ratings.

Filters on obtained recordings

  • Time range: Filter the obtained data by a time range (start time - end time: 24 hours format).

  • Calls: Allows to filter data by number of occurrences of the phone number (returns if the number of recordings is greater than the entered number, this must be greater than 1).

  • Minimum: Allows to filter recordings with an equal or greater time than the entered time (Format in seconds).

  • Exclude: Allows to exclude the recordings for the entered phone number, this can be the source or destination number.

  • Quality: Filter by its quality number.

  • Date: Indicates the date of the recording.

  • Source/Destination: Source and destination telephone number.

  • Duration: Duration of the recording.

  • Source Account: Account name of the source agent who was recorded.

  • Source/Destination Channel: Source and destination name channel.

  • Destination Account: Account name of the destination agent who was recorded.

  • Campaigns: Name of the campaign by which the recording was made.

  • Data: Call data.

  • Download: Allows to download the recording in mp3 format. It downloads with the following file name: datetime-agent-source_numbre-destination_number (example: 201711060941-Ester Andres Mateu-34911898068-685134974.mp3)

  • Quality: Represents the number given to represents its quality

to hear the recording associated with the record, the recording is heard if the range is within stored recordings (if it was not passed to backup or eliminated entirely), the default is 30 days available online, are then passed to the folder BackupRecords which remain for 150 days until irreversible deletion (configurable from PBX).

The waveform allows to see the voice action moment.

Tag: Button to enter a check mark (with comments) in real-time recording. You can select the marks and the recording will start directly at the time of the mark. To see the marks access to the Information window.

When clicking in a recording,  would appear the following options.


Information 

Allows to access to the selected recording information, being able to see its qualification so as the username, tags and comments.

  • Client Rating, it is obtained from the evaluation of the client after the call.

  • Supervisor Rating, it is calculated as the average of all questions on the quality part detailed below.


Quality 

Allows the user to give a score to the recording. The score is set to every question of the quality model ,the questions are set on the quality model configuration.

The total score is the average of all the question.

The supervisor can download the quality information as PDF of EXCEL and comment next to the each evaluation.

You can qualify a single quality model per recording.


Delete

Deletes the selected conversations.

Super-user privileges are Needed.